Director, Workforce Management

Arthur J. Gallagher · Bengaluru

About HireRight

HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. PBSA accredited and based in Nashville, TN, we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.

Overview

The Director of Workforce Management (WFM) is responsible for leading the organization's workforce planning strategy and execution across forecasting, capacity planning, scheduling, and real-time performance management. This role ensures the right resources are available at the right time to meet business demand, service level commitments, productivity targets, and employee experience objectives.

The Director will lead a team of workforce management professionals and leverage advanced analytics, workforce technologies, and operational insights to optimize staffing investments while improving customer and employee outcomes. The role serves as a strategic business partner to operational leaders, finance, HR, and executive stakeholders.

Responsibilities

Workforce Forecasting & Demand Planning

Develop and lead enterprise workforce forecasting strategies across short-, medium-, and long-term planning horizons.
Create accurate volume, workload, and staffing forecasts using historical data, business drivers, growth projections, and predictive analytics.
Partner with Operations, Finance, and Business Leadership to align workforce plans with strategic objectives and budget requirements.
Monitor forecast accuracy and implement continuous improvement initiatives to enhance planning processes.
Conduct scenario modeling and sensitivity analysis to support business decisions, organizational changes, and growth strategies.

Workforce Forecasting & Demand Planning

Develop and lead enterprise workforce forecasting strategies across short-, medium-, and long-term planning horizons.
Create accurate volume, workload, and staffing forecasts using historical data, business drivers, growth projections, and predictive analytics.
Partner with Operations, Finance, and Business Leadership to align workforce plans with strategic objectives and budget requirements.
Monitor forecast accuracy and implement continuous improvement initiatives to enhance planning processes.
Conduct scenario modeling and sensitivity analysis to support business decisions, organizational changes, and growth strategies.

Capacity & Staff Planning

Establish workforce capacity models to determine staffing requirements and resource allocation strategies.
Lead annual, quarterly, monthly and weekly workforce planning cycles.
Develop hiring plans and staffing recommendations based on forecasted demand, attrition trends, productivity assumptions, and business requirements.
Collaborate with Talent Acquisition and HR to align recruitment strategies with workforce needs.
Evaluate operational efficiency opportunities and recommend workforce optimization strategies.

Scheduling & Workforce Optimization

Oversee development and execution of workforce schedules that balance service delivery goals, productivity targets, and employee preferences.
Ensure compliance with labor laws, company policies, and contractual obligations.
Drive scheduling best practices, flexible staffing models, shift optimization, and workforce utilization strategies.
Evaluate and implement scheduling technologies and automation opportunities.
Lead initiatives to improve schedule adherence, occupancy, and workforce utilization.

Real-Time Management & Analytics

Direct real-time workforce operations to ensure service levels, response times, productivity, and operational KPIs are achieved.
Monitor intraday performance and lead decision-making related to staffing adjustments and contingency planning.
Establish real-time analytics capabilities, dashboards, and reporting frameworks.
Identify trends, risks, and opportunities through operational data analysis.
Provide actionable insights and recommendations to senior leadership.

Leadership & Team Development

Build, lead, and develop a high-performing Workforce Management organization.
Establish clear goals, performance metrics, and development plans for team members.
Foster a culture of accountability, continuous improvement, innovation, and customer focus.
Mentor workforce planning leaders and create succession planning strategies within the WFM function.

Strategic Partnership & Governance

Serve as the subject matter expert for workforce management across the organization.
Present workforce strategies, capacity plans, risks, and recommendations to executive leadership.
Partner with Finance on budgeting, labor cost management, and productivity planning.
Lead workforce management governance processes, performance reviews, and operational business reviews.
Drive adoption of workforce management technologies and advanced analytics capabilities.

Qualifications

Education

Bachelor's degree in Business, Operations Management, Finance, Statistics, Industrial Engineering, Human Resources, or related field required.
Master's degree preferred.

Experience

10+ years of progressive workforce management, operations planning, or resource planning experience.
5+ years of leadership experience managing forecasting, staffing, scheduling, and real-time analytics teams.
Experience in contact center, shared services, BPO, healthcare operations, retail operations, or other large-scale workforce environments preferred.
Demonstrated success leading workforce transformation and optimization initiatives.

Technical Skills

Expertise in workforce management systems (Verint, NICE, Genesys, Calabrio, Aspect, UKG, or similar).
Strong forecasting and statistical modeling skills.
Advanced proficiency in workforce analytics, KPI reporting, and dashboard development.
Experience with business intelligence tools such as Power BI, Tableau, or similar platforms.
Strong Excel and data analysis capabilities.
Familiarity with AI-enabled forecasting and workforce optimization technologies preferred.

What do we offer

HireRight does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of HireRight and HireRight will not be obligated to pay a placement fee.

Workforce Forecasting & Demand Planning

Develop and lead enterprise workforce forecasting strategies across short-, medium-, and long-term planning horizons.
Create accurate volume, workload, and staffing forecasts using historical data, business drivers, growth projections, and predictive analytics.
Partner with Operations, Finance, and Business Leadership to align workforce plans with strategic objectives and budget requirements.
Monitor forecast accuracy and implement continuous improvement initiatives to enhance planning processes.
Conduct scenario modeling and sensitivity analysis to support business decisions, organizational changes, and growth strategies.

Workforce Forecasting & Demand Planning

Develop and lead enterprise workforce forecasting strategies across short-, medium-, and long-term planning horizons.
Create accurate volume, workload, and staffing forecasts using historical data, business drivers, growth projections, and predictive analytics.
Partner with Operations, Finance, and Business Leadership to align workforce plans with strategic objectives and budget requirements.
Monitor forecast accuracy and implement continuous improvement initiatives to enhance planning processes.
Conduct scenario modeling and sensitivity analysis to support business decisions, organizational changes, and growth strategies.

Capacity & Staff Planning

Establish workforce capacity models to determine staffing requirements and resource allocation strategies.
Lead annual, quarterly, monthly and weekly workforce planning cycles.
Develop hiring plans and staffing recommendations based on forecasted demand, attrition trends, productivity assumptions, and business requirements.
Collaborate with Talent Acquisition and HR to align recruitment strategies with workforce needs.
Evaluate operational efficiency opportunities and recommend workforce optimization strategies.

Scheduling & Workforce Optimization

Oversee development and execution of workforce schedules that balance service delivery goals, productivity targets, and employee preferences.
Ensure compliance with labor laws, company policies, and contractual obligations.
Drive scheduling best practices, flexible staffing models, shift optimization, and workforce utilization strategies.
Evaluate and implement scheduling technologies and automation opportunities.
Lead initiatives to improve schedule adherence, occupancy, and workforce utilization.

Real-Time Management & Analytics

Direct real-time workforce operations to ensure service levels, response times, productivity, and operational KPIs are achieved.
Monitor intraday performance and lead decision-making related to staffing adjustments and contingency planning.
Establish real-time analytics capabilities, dashboards, and reporting frameworks.
Identify trends, risks, and opportunities through operational data analysis.
Provide actionable insights and recommendations to senior leadership.

Leadership & Team Development

Build, lead, and develop a high-performing Workforce Management organization.
Establish clear goals, performance metrics, and development plans for team members.
Foster a culture of accountability, continuous improvement, innovation, and customer focus.
Mentor workforce planning leaders and create succession planning strategies within the WFM function.

Strategic Partnership & Governance

Serve as the subject matter expert for workforce management across the organization.
Present workforce strategies, capacity plans, risks, and recommendations to executive leadership.
Partner with Finance on budgeting, labor cost management, and productivity planning.
Lead workforce management governance processes, performance reviews, and operational business reviews.
Drive adoption of workforce management technologies and advanced analytics capabilities.

Education

Bachelor's degree in Business, Operations Management, Finance, Statistics, Industrial Engineering, Human Resources, or related field required.
Master's degree preferred.

Experience

10+ years of progressive workforce management, operations planning, or resource planning experience.
5+ years of leadership experience managing forecasting, staffing, scheduling, and real-time analytics teams.
Experience in contact center, shared services, BPO, healthcare operations, retail operations, or other large-scale workforce environments preferred.
Demonstrated success leading workforce transformation and optimization initiatives.

Technical Skills

Expertise in workforce management systems (Verint, NICE, Genesys, Calabrio, Aspect, UKG, or similar).
Strong forecasting and statistical modeling skills.
Advanced proficiency in workforce analytics, KPI reporting, and dashboard development.
Experience with business intelligence tools such as Power BI, Tableau, or similar platforms.
Strong Excel and data analysis capabilities.
Familiarity with AI-enabled forecasting and workforce optimization technologies preferred.

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